The last time the UK endured a double-dip recession, Lord’s was hosting the first cricket world cup, and Margaret Thatcher was in all of the news headlines. Since 1975, the UK has been through its share of ups and downs, but now we’re in one of the most dire situations of all once again. Experts predict that another double-dip recession is on the way.
After a year of confusion and falling GDP numbers, it’s no wonder that companies are rethinking their financial strategies in 2021. The key to success for most organisations will be ensuring that they invest the right amount of continued cash into customer experiences, while keeping overall expenses as low as possible.
It’s a tight-rope walk for any organisation, but there are some steps you can take to improve your chances of lowering costs, without harming customer satisfaction.
Reduce Unnecessary Interactions
Back in 2016, customers were spending around 2.18 million minutes on phone calls with contact centres. However, experts said that around 30% of those interactions made no contribution to revenue. Redundant interactions consume crucial employee time and focus, making the workplace less efficient. They might include repeat calls to solve one common issue or calls for clarification about offers and documentation.
Fortunately, there are ways to reduce redundant interactions today. FAQ pages that offer answers to common questions are a great start, but companies can also experiment with bots and interactive assistants that answer queries on demand. These tools can filter consumer interactions to ensure that fewer people actually interact with agents.
Experiment with New Channels
Omnichannel interactions are an essential part of building an effective contact centre today. Connecting with customers in the channels that they prefer has a direct impact on satisfaction levels. However, exploring new environments isn’t just a good way to boost customer experience. You could also find that there are less expensive ways to interact with customers this way too.